Earlier this year I switched from WildBlue (a satellite ISP) to SDWISP, a small terrestrial wireless network serving the valleys of Eastern San Diego County. This is a network based on point-to-point high-bandwidth radio links that connect a point-of-presence in each valley served with the wired Internet infrastructure. In our case, that means a point-to-point that connects a wired Internet connection in Alpine to a hill in Lawson Valley that's only a hundred yards or so from our home. Very nice!
But even better than the technology is the service we get from Eric Williams, the entrepreneur who founded and runs SDWISP. Unlike any other ISP I've ever dealt with (and that's a long list, both personally and professionally), Eric always responds positively and effectively. In the end, the problem always gets solved, and expeditiously, too. And there are always smiles and handshakes involved.
Today we had yet another example of his superb service. For several days we've been having intermittent trouble accessing the Internet. Today I spent some time troubleshooting it, and I discovered that problem was occuring somewhere outside my little network – either on SDWISP's network or on their Internet provider's network. I couldn't tell which. The symptom I got was a "destination unreachable" message from SDWISP's router, but that could mean lots of different things.
So I sent Eric an email describing the situation, and in a short while I got a call back from him. We talked about it briefly, and then he remembered a tweak he'd made just a week ago to the router that was sending me those messages. This tweak was an effort to tighten up security on his router (a good thing!), made at the recommendation of the router vendor. But when he and I realized what that setting was doing, we realized it might well be the source of my problem. Right then and there, Eric turned off that setting. I tested it, and sure enough, that was the source of the trouble. Problem solved!
With most ISPs I'd have spent weeks convincing them that there was an issue that they were causing, then I'd wait more weeks for them to figure out what they were going to do about it. If anything.
I just love having a little local ISP...
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